CRM Training Power Point

8/9/2019 CRM Training Power Point

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OverviewI. Introduction

I. What is a CRM and how does it work?

II. Why does ECO need a CRM?

III. When should you use the CRM?

IV. Points of Contact

II. Set up

I. How to access the CRM

II. Best practices do or die.

III. Troubleshooting

III. Using the CRM, Case by Case

IV. Task Index


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What is a CRM?y Stands for Client Relationship Management

y How does the CRM work?

y 95% of information is entered by clients themselvesthrough the website

y This contact information, and additional info that we add,

can be searched an queried in an online database


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Why does ECO need a CRM?y To keep track of the people that use our services

y To create client profiles

y To evaluate the effectiveness of programs and events

y To encourage client engagement in additional

programs and services

y

To get a better understanding of our clients andmaintain data integrity

y To share information internally and cross-promote


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When to use the CRMy All the time!

y When you open your email in the morning, open the CRM

as well make it part of your daily routine.y Situations include:

y When you get a phone call or email from a stakeholder

y When you attend an event and collect contacts

y When you need to contact a group that meets specificcriteria

y When you need to update contact information


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Points of Contacty Liz Watterworth

y Kevin Nilsen

y Fiona Bensler


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How to access the CRMy Link here?

y Log in information


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Best PracticesI. Enter as much information as possible for each contact

II. Spell-check names and email addresses

III. Be consistent with proper capitalization

IV. Associate contacts with organizations that have 5000 contacts asopposed to 2

V. You may see that there are many different spellings oforganizations including ours (example)

VI. If you know that two contacts are the same person, merge (askKevin)

VII. Diligence, diligence, diligence (open your email AND the CRM)

VIII. When on the phone, take the opportunity to verify your contactsinformation (questions to ask, develop these)


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TroubleshootingI. Blah blah blah


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Situations:A. When you get a phone call or email from a stakeholder

B. When you attend an event and collect contacts

C. When you need to contact a group that meets specificcriteria

D. When you need to update contact information

E.


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Case A: The Cally You are having a phone or email conversation with an

individual or organization inquiring about ECO Canada.

What do you do?!


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ProcessSearch the contact.

Do they already exist inthe database?NO YES

Verify contactinformation

Add new

contact


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Adding a New Contacty Steps here (Kevs testing guide)


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Verifying Contact Informationy List of prompter questions


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Demo


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Case B: The Eventy You have just attended a meeting or networking event in

which you have made several new contacts. What do you

do?!


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Tasks maybe edit this last?I. Add an individual contact

y Student, professional, contractor, an employer contact,professor, trainer etc.

I. Update contact information

II. Add/delete tags associated with contacts (*see slide onAuto-generation of information*) create the process for this,basically an IT request

III. View/save organization information associated with contactIV. Add/delete communications log

V. Add/edit resume details

VI. View job postings/courses/programs associated with contact


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TasksI. Add an organization

II. Passive Contact Upload

III. Searching Contacts (how to search, how to exportyour search results, when you cant get what you

want the IT process for getting it)

IV. Save searches (how to do this

V. Refer to export process and saved searches process

VI.


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Task: Update contact informationy Situation: You have received a phone call or email from an individual

y What do you do?

y Flowchart

y Steps!y Access the view contact page. Make changes to the contact

information provided in the OVERVIEW section. Click the savebutton.

y Be sure to test info such as date last modified is accurate.

y Note: You will needto perform a contactsearch and accesstheviewContact.aspx page. View contactpage is not accessibledirectly from an URL.

y Try to verify as many fields as you can. For example: First Name, LastName, Email, Residence, Organization and Product Engagement

y Include direct link to crm

CRM Training Power Point

Documents

Transcript of CRM Training Power Point